Broadband provider house connection - contact failed

  • Erstellt am 2023-03-19 18:45:44

kati1337

2023-03-23 16:17:35
  • #1

No, it’s a disaster.
When the callback didn’t come, I tried the hotline again the next day and said the callback hadn’t occurred. I was briefly put on hold while the employee spoke with the mysterious specialist department. Then he told me they would call me at 6:15 PM. That was around 6 PM... Of course, no one called.
Then I let it rest for two days because I didn’t have time. Called again today – they said they had good news, my order is now being processed. I asked if he could connect me to the department. That’s not possible, but supposedly I should hear something by the end of the week.

My prophecy is: I won’t hear anything and will call again next week.

I think starting next week I’ll also try the other channels. Social media, feedback email address, Google reviews, writing to the management board. Otherwise, I can’t think of anything else.
I’ve even thought about just filling out a new order for a fiber optic connection every day from now on. Like a snowball system, maybe one of my customer numbers won’t get shelved. :D
 

Costruttrice

2023-04-17 16:58:28
  • #2
How did things proceed with Deutsche Glasfaser for you? We received a letter in which they wrote that they assume we no longer want the connection because we hadn’t responded. Which is definitely not true, and we were able to prove the opposite with our emails. On the phone, she flat out said that the letters were sometimes sent "by mistake," and we should ignore them. Very strange.

However, we have now experienced the 2nd fiber outage within 2 weeks, in several locations nothing works anymore, for hours. Great for home office... I'm glad we also contracted Telekom with copper wiring.
 

kati1337

2023-04-17 20:41:25
  • #3


So far we are still going around in circles. Calls to the hotline always result in an excuse from a colorful bouquet of standard excuses. The last one I heard was that they would get back to me within 5 business days—again. The case was last at the “wrong department.” Of course, I haven’t heard anything yet, but it hasn’t been 5 business days since I last called.

I now know that others are having the same experience. A neighbor of ours is at a different stage of the connection process but has the same phenomenon with the hotline. Even the same excuses. There is now a responsible lady at the district administration, and even the mayor is discussing with them. Everyone falls into the same excuses trap at the hotline; letters remain unanswered. It’s really ridiculous. Our contractor also said he has similar problems with the company himself.

We also have Telekom additionally, and even though they offer significantly less bandwidth than the fiber connection, we are now also glad that we had it contracted.
 

kati1337

2023-06-30 09:32:52
  • #4
I am by now endlessly annoyed with these people. I have been chasing the connection since September 2022. By now I have 5 or 6 different people involved in the process on WhatsApp, as well as email contact. One of them assured me that it is still realistic to get the connection done within 4 weeks – but that was already 2 weeks ago, and since then exactly this has happened: nothing. I am now considering whether it is possible to take legal action. Normally, you could simply switch to other providers, but this provider was awarded the contract to expand the new development area, they basically have a monopoly here. By now there is a legal entitlement to a broadband connection. And I feel like I am being mocked, when I only have one provider to choose from, who simply does not respond.
 

xMisterDx

2023-06-30 14:05:30
  • #5
The broadband connection could also be the one from Telekom, legally you are covered with that. And with that, it is no longer a monopoly position of Deutsche Glasfaser.
 

11ant

2023-06-30 17:03:35
  • #6
A monopoly entails responsibilities, file a complaint with the BNetzA.
 

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